Monday Guest Josephine Tietjen-Y3-W32
Get to know Josephine Tietjen
By: Mohammed Alqaq | August 05, 2024 | Year 3 – Week 32/2024
Hello everyone, I’m Josy, a first-generation immigrant born and raised in Germany with roots in Ghana. I am a Customer Success Professional and E-Commerce Business Owner with over seven years of experience in client-facing and strategic roles.
My passion for Customer Success has truly become my professional “home.” Family and faith are my pillars; they shape who I am and keep me grounded. I cherish experiencing different cultures and connecting with people from all over the world, from Albania to the Dominican Republic.
I love traveling and indulging in diverse cuisines, which has enriched my life immensely.
We asked Josephine to take us through a journey telling us about her career path, how she spends her workday, what advice she can share with someone starting as a customer success manager, and many other questions.
Enjoy reading this interview
Table of Contents
Tell us about your career path?
From the beginning, I’ve been driven by a desire to learn and execute plans efficiently. After completing my education in Germany, I moved to London, intending to stay for just 12-18 months. However, after a brief return to Germany, I realised that my journey in London was far from over.
Contracting provided me the perfect opportunity to gain diverse industry experiences while deciding if London was to be my long-term home. As a bilingual professional, my early roles were in Customer Support, but I gradually moved into strategic roles that allowed me to engage deeply with the customer journey.
How did you join Customer Success?
During my time at Snap Inc., I transitioned from B2C to B2B responsibilities. This role required proactive and strategic input, marking my first significant foray into Customer Success. I found myself thriving in this environment, enjoying the blend of strategic planning and customer interaction, which solidified my path in this field.
How would you describe the ideal CSM candidate?
An ideal CSM candidate is someone who is adaptable and unafraid to suggest improvements for processes and customer experiences. They should be proactive in their approach, always looking for ways to enhance the customer journey and contribute to the overall success of the team and the clients they serve.
What one piece of advice would you give to someone just starting out as a Customer Success Manager?
Be prepared to consistently step out of your comfort zone and put yourself forward. The role of a Customer Success Manager has evolved and been mislabelled at times, so it’s crucial to learn from both the pioneers and the innovators in the field. Understand the expectations of the organisation you aim to work for and continually adapt and grow your skills to meet and exceed those expectations.
Be prepared to consistently step out of your comfort zone and put yourself forward.
Can you take us on a journey describing what your workday looks like?
I start my workday early, between 7 and 8 am. My day begins with checking emails and Slack messages to ensure I haven’t missed any important updates. I aim to have at least one client meeting each day, which allows me to stay closely connected to my clients’ needs and progress. Throughout the day, I balance strategic planning, internal collaboration, and client interactions to ensure we’re on track to meet our goals.
What makes you feel inspired or motivated?
Professionally, seeing a client flourish and knowing I played a part in their journey is incredibly fulfilling. Personally, I feel inspired when I make the most of my time, even on my relaxed “pyjama days.” Whether it’s watching a favourite TV show or accomplishing a small task, it all contributes to a sense of fulfilment.
What’s one thing that people are generally surprised to find out about you?
Over the years I have become more of introvert than the extrovert I was born to originally be haha this does not mean I don’t enjoy being around people and socialise, I just take a little longer to warm up I believe but in the right and safe environment I truly enjoy studying my surroundings from people to location.
Who do you look up to the most?
I don’t have an idol or someone I necessarily look up to in that sense, I believe everyone, myself included, are on earth to walk our own path and leave our own mark.
What are your top 3 priorities now?
These are my top 3 priorities:
Family – the last few years I made my ambitions my number one priority and now I believe I am closer to finding the perfect balance. I make more time for trips to Germany now to see my family and I also am ramping up for my first trip back to the motherland in 3 years.
Sometimes I believe I’ve underestimated that my parents are getting older and this extra precious time before I have my own family so I want to be more appreciative of this precious season while also looking forward to the future with my own little family.
Elevation – I truly believe this current season for me is all about getting out of my comfort zone and not just relying on my previous success and achievements.
I made London my home for the last 9 years and I now have another (likely final) move on the horizon which is Dubai. It’s very exciting but also makes me anxious – looking forward to what’s to come!
Physical and Mental Health – Like many others I believe I underestimated the after effects of the pandemic on my mental and physical health.
I now make it my mission to make time for myself even if that means I have to get up earlier than I used to, getting my steps in and making time for the gym. My mental health is also connected to my faith and I make more time for practising my faith and studying the Word.
What advice would you give to Customer Success Managers to grow and develop their careers?
Research the career you are aiming for within Customer Success, are there skills you still need to grow, is there anything you are currently already doing that you can document to highlight your skillset. Sometimes growth and development has more to do with your mindset and how you choose to present your work and assets than the actual change of roles or specific job title.
What’s your favorite book, and why?
48 Laws of Power and Atomic Habits, both of these books have helped me set healthy boundaries for myself personally and professionally
» Check out the 10 Books a CSM should read to advance and improve their skills.
Have you had your “I’ve made it” moment yet?
Not yet, there is certain goals I want to achieve before I feel like I have made it
What should I have asked you but didn’t?
What is next for you in your career – this question is always good to share not only next career moves but also future ambitions.
Where can people go to find out more about you?
Always happy to connect with anyone on LinkedIn and schedule a Coffee Chat via Zoom or Google Meet.
Thank you, Josephine, for sharing your knowledge and for the opportunity to know you more.
Do you have a Customer Success Leader, Expert, or Influencer you would like to know more about?
